Why claims service matters, part 3: Channel preferences

One consequence of our 24/7 world is that customers expect to be able to contact their insurer and access information at all times, and through their channel of choice. But when it comes to claims, which channels are preferred over others?

Customers value access to different channels

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At Accenture, we expect digital to increase its share of traffic in the near future. Insurers must be prepared to keep pace with the digital revolution, and with it, customers’ increased service expectations and opportunities for innovation.

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